Refund policy

Prop Department Return and Refund Policy

Effective date: 10/4/2026

This policy applies to purchases made directly through the official Prop Department online store. Purchases from another retailer must be handled through that retailer, subject to applicable law.

Returns and exchanges

Eligible physical products may be returned for a refund or exchanged within 14 calendar days of their original delivery date. Contact us at support@propdepartment.com before shipping a return. Your return must be postmarked or accepted by the carrier within that 14-day period, rather than received at our facility by that date. If you contact us within the return window and our response delays your shipment, we will provide a reasonable extension in writing.

Items must be unused, unworn, unwashed, and in their original condition, with original tags attached if supplied. Briefly trying on apparel or gloves to check fit is permitted, provided the item remains clean, unused, and suitable for resale. We do not accept change-of-mind returns or exchanges for items showing signs of work use, washing, alteration, or customer-caused damage.

How to start a return

Email support@propdepartment.com with your order number, the item you wish to return, the reason for the return, and whether you would like a refund or exchange. For an exchange, include the size or item requested. Wait for our return instructions before sending your package.

Include a note inside the package with:

• Your name, order number, and email address.
• The item or items being returned and whether you want a refund or exchange.
• The requested replacement size or item, if exchanging.
• Your return delivery address, if different from the original order.
• The original packing slip, if available.

A missing packing slip will not prevent a return if we can otherwise verify your purchase.

Return address

Prop Department Returns
1809 N Main St, PMB 200
Shelbyville, TN 37160
USA

Use the address confirmed in our return instructions. Do not assume the sender address printed on your original package is the correct return address.

Return shipping

For a change-of-mind or sizing return, you are responsible for the cost of shipping the item back to us. We do not provide prepaid return labels for these returns. Use a tracked shipping service and keep your shipping receipt until your return is complete. For customer-arranged returns, we cannot process a refund for an item we have not received unless applicable law requires otherwise. We do not accept cash-on-delivery (C.O.D.) returns.

Incorrect damaged or defective items

Inspect your order when it arrives. If an item is incorrect, damaged in transit, or defective, contact support@propdepartment.com promptly with your order number, a description of the issue, and photographs if available. Contact us before returning the item so we can arrange the appropriate remedy.

If we confirm an incorrect, damaged, or defective item, we will provide a prepaid return label or another no-cost return arrangement when a return is needed. We will arrange a replacement or refund as appropriate and as required by law. You will not be charged return or replacement shipping to correct our error or a confirmed defect. Any original shipping charges that must be refunded under applicable law will also be refunded. The 14-day change-of-mind window and unused-condition requirements do not limit legally protected claims for defects or other nonconforming goods.

Exchanges

Exchanges are subject to stock availability. We will confirm availability and any price difference before processing an exchange. If your requested replacement is unavailable, we will offer a refund for the eligible returned item or an alternative you agree to accept. Any amount you must pay will be disclosed and agreed to before the replacement is shipped.

Refunds and processing time

After receiving and inspecting your return, we will email you to confirm whether it has been approved. Please allow 7–10 business days after receipt for inspection and processing of a standard return or exchange. We will explain any denial and contact you about the next steps. Any shorter refund deadline required by law takes priority.

Approved refunds cover the amount actually paid for the returned item, after discounts, plus applicable refundable tax. Refunds are issued to the original payment method. Original shipping charges are not refundable for voluntary change-of-mind or sizing returns, except where required by law. No restocking fee applies.

Your bank or payment provider may require additional time to post the refund. We cannot redirect a refund to a different card or account. If the original payment method is closed or replaced, contact your payment provider for assistance. Contact us if you have not received a processing update within 10 business days after your return was delivered.

Final sale and digital products

Items clearly marked final sale before purchase are not eligible for voluntary returns or exchanges. If offered, undergarments and intimate apparel are final sale where this is disclosed before purchase. These restrictions do not remove remedies for defective, damaged, incorrect, or misdescribed items or other rights required by law.

Digital downloads and online courses are not covered by the physical-product return process. Unless the product page provides a more generous policy, digital purchases are nonrefundable once a download has been delivered or course access has been provided, to the extent permitted by law. Contact us about duplicate purchases, access failures, or digital content that is defective or materially different from its description. Where immediate digital delivery requires separate consent or acknowledgment regarding cancellation rights, we will obtain it before delivery.

Customer service and your rights

Email: support@propdepartment.com
Support hours: Monday-Friday 10am-5pm CT

We aim to respond within two business days, excluding weekends and major U.S. holidays. During major launches or restocks, responses may take an additional 1–2 business days. This does not extend any legally required refund deadline.

This policy does not limit any nonwaivable consumer rights, including applicable cancellation, warranty, or refund rights. Mandatory legal protections take priority over conflicting terms in this policy.